Service Management System Engineer


Job Description:

Summary: We are seeking a Service Now Sr. Developer and System Administrator, responsible for performing technical planning, high level and detailed requirements definitions, test planning and execution (to include use cases, test procedures and test data), software systems integration and technical support for software systems and subsystems. Total software system product may include design, test, installation, operation, maintenance and disposal. Candidate will support a Federal client through transition from BMC Remedy platform (9.1) to ServiceNow ITSM and Discovery implementation. This includes understanding and support of common integrations with non-Service Management systems such as centralized reporting, customer surveys, AD integration, SCCM loads, asset bulk loads, etc. Prior support of full scale ITSM enterprise system transition recommended. Experience with Federal ATO attestation and security control assessments also preferred but not required. Operational work will continue to evolve ITIL process configuration in support of Enterprise IT shared services as well as the support and maintenance of the integrated ITSM systems.

Duties: Responsible for supporting the Service Management System (ServiceNow) upgrades, change requests, dashboards, improvements, fixes and overall structure and operations, under task-based, SDLC and Agile methods. Intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self-service capabilities, cmdb, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice. Perform change assessments, attend change control boards, provide or perform required change documentation and procedures.

Day-to-day responsibilities include managing overall structure and content of the system. Review events and monitor performance. Review, clean-up user and system accounts as well as other system metadata. Monitor and report on system usage, growth, disk space and set up appropriate alerts. Manage user permissions. Present improvement ideas, analyze requests for change, draft and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, support testing, and provide demos of the changes incorporated.

Education and Training Requirements: Must have a minimum of 12 years of experience, providing Service Management System administration services, mostly from ServiceNow. Some background in BMC Remedy preferred. Must have experience managing SMS development activities and be proficient in applying the SDLC, Agile, and DevOps principles. Experience implementing and supporting advanced reporting and performance analytics capabilities (i.e. Business Objects, Crystal Reports, SQL Server Reporting Services) preferred. ITIL Foundations certification required. ITIL Expert and/or Managing Professional preferred. At least 1 ServiceNow certification required such as Certified Implementation Specialist (CIS-ITSM or CIS-DF). ITSM Professional, Certified Application Developer (CAD), or CIS-SP preferred.

Knowledge and Skills Requirements: Highly motivated, self-directed and responsible contributor. Effective communicator and relationship builder to system stakeholders and organizational leadership. Be a team player, share knowledge, and learn from others. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback. Proficiency in configuring the ServiceNow ITSM Suite, and integrate systems including database, reporting, performance, discovery, AD, asset, and survey tools. Design and develop ServiceNow for multi-tiered user support including Service Desk and IT Operations. Ability to program or script in Java, C, HTML, CSS, PowerShell, and Bash within and outside of the ServiceNow platform. Ability to create, manage, administrate SQL database and programs that query and push data to a SQL database, XML file, and/or a data warehouse. Backup and restore ServiceNow in high availability operations if required. Some of these maintenance objectives may be handled by the ServiceNow Cloud Offering once transitioned.

US Citizen or Green Card Holder. Ability to attain a Public Trust clearance. Position may be open to remote location and telework flexibility.

Pay Range: